Discovering the soul of service: the nine drivers of sustainable business success
By: Berry, Leonard L.
Berry’s presentation of drivers of sustainable success in service companies is very interesting and easy to read. He carefully sets the stage for what he is looking at and describes each driver thoroughly. I think Berry has truly captured the essence of why many thriving labor-intensive service companies have been able to maintain their success. For anyone interested in understanding how good service companies continue to succeed, the lessons provided in the book are very insightful. Since an increasing number of service companies are becoming technology intensive; I hope Berry extends his research to examine the success sustainers in these types of service companies, too.
Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success. Dwayne D Gremler. Academy of Marketing Science. Journal. Greenvale: Spring 2000. Vol. 28, Iss. 2; pg. 311, 2 pgs
Disponible en BAE: HF 5415.5 .B482 1999